Delivery Manager - SD

About GSPANN

GSPANN is a global IT services and consultancy provider headquartered in Milpitas, California (U.S.A.). With five global delivery centers across the globe, GSPANN provides digital solutions that support the customer buying journeys of B2B and B2C brands worldwide. With a strong focus on innovation and client satisfaction, GSPANN delivers cutting-edge solutions that drive business success and operational excellence. GSPANN helps retail, finance, manufacturing, and high-technology brands deliver competitive customer experiences and increased revenues through our solution delivery, technologies, practices, and operations for each client.

For more information, visit www.gspann.com

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Job Summary:

Delivery Manager - Service Desk

Role & responsibilities

• Service Desk Operations Management:

• Oversee day-to-day operations of the IT Service Desk, ensuring timely and effective resolution of incidents and service requests.
• Monitor performance metrics (SLAs, KPIs) and ensure compliance with service standards.

• Team Leadership:

• Lead, mentor, and develop service desk staff to maintain high levels of performance and customer satisfaction.
• Conduct regular team meetings, performance reviews, and training sessions.

• Stakeholder Engagement:

• Act as the primary point of contact for service delivery issues and escalations.
• Collaborate with internal departments and external vendors to ensure seamless service integration.

• Process Improvement:

• Identify opportunities for process optimization and automation.
• Implement ITIL best practices and contribute to continual service improvement initiatives.

• Reporting & Documentation:

• Prepare and present regular reports on service desk performance, trends, and improvement plans.
• Maintain accurate documentation of procedures, policies, and service desk knowledge base.

Preferred candidate profile

• Bachelors degree in Computer Science, Information Technology, or related field.
• 15+ years of experience in IT service management, with at least 3 years in a leadership role.
• Strong understanding of ITIL framework; ITIL certification preferred.
• Proven experience in managing service desk teams and delivering high-quality IT support.
• Excellent communication, leadership, and problem-solving skills.
• Experience with service management tools.